Competency Questions Flashcards
Give an example of when you have taken ownership of improving yourself and your area
Looking for ways to further challenge myself in my cashiering role and take on extra responsibilities which I could relate to the banking operations side of things as I knew this was the next step I wanted to takes. I took ownership of improving my skills and knowledge by taking on things like rejected payments. I was in charge of checking the store queue daily and rectifying any rejected payments by contacting the customer notifying them and taking the details needed in order for the payment to successfully go through.
Describe a time when you have attended to every detail
- Served an elderly lady who mentioned that her balance was always less than what she expected.
- said it was probably due to charity’s she supported
- I noticed unusual card payments on her statement and questioned her
- customer did not recognise these and they went back to about a year
- sat customer down at a desk and logged a card dispute for her to help get her money back and changed her card
- as a result I managed to get customers funds back to her account and customer was extremely happy with the service as no one had mentioned these to her before
Give another example of when you have attended to every detail
I recently served a customer who came in with a bank card asking for a new one.
The profile picture did not seem to be the person in front of me so I asked for ID which the customer did not have and security questions which he failed to answer correctly.
I bumped up to a colleague who said it seemed fine however I was still uncertain so I declined to provide the customer with a new card until he could bring in some ID. A few moments later the actual card holder came into store for a new card as he had lost his but had managed to block it straight away. By paying attention to detail and going with my gut instincts I was able to identify an imposter and protect the customers accounts.
Give an example where you have taken accountability for a problem you have encountered
Philippines international payments kept being rejected. I put one through and followed the full Metropedia process and requirements thinking that’s what the cashiers were not doing. Mine also came back rejected so I found out why. The problem was that a beneficiary address was needed as a requirement for this payment. I tried explaining to ept that this was not stated and I was told sorry this is the case. I immediately sent Metropedia feedback and communicated this to am my colleagues via email. The requirements wer updated the same day resulting in a more transparent process for both customers and colleagues as well as an efficient one as customers would not have to come back in to provide a beneficiary address.
Describe a time when you have bumped something up
I once served a customer who mentioned that he had to make international payments to India through another bank now as he had been declined this payment with Metro Bank.
I asked why he had been declined and he explained that he was told that he could not make payments to India if they were going to a business account but only to a personal account.
I decided to check the requirements on Metropedia where it did state that only payments to a personal account could be made.
I felt that this was not entirely correct so I called the Payments team to bump this up. I asked if this was correct and I was given new information that we could put this type of payment through, we would just need further information. I apologised to the customer for the information he had been provided and informed him that we could process this payment. The customer was surprised by my answer and pleased at the same time as he could start using us to make these payments to India. As a result of bumping up further even after reading Metropedia, I managed to correct a process with which the wording was flawed. As a result the requirements have been updated on Metropedia and has hopefully ensured no more customers are turned away from making this type of International Payment through us.
Give an example of when you have shown ZEST
During my time at Metro Bank I have learnt to love and live it’s cultures, especially Zest. Having fun at work was not something I was familiar with before I joined Metro Bank. However, this has all changed since I joined as I have volunteered for two Post Live’s and a Grand Opening. I enjoy meeting new colleagues and being a positive influence for them by being the best I can be at work. I am the first to volunteer myself to buddy new cashiers, dress up as Metro Man for kids events and Surprise and delight customers when they are least expecting it ( for example on their birthday or for wearing red on a Friday.) The Zest and fun I bring to the team are evident from my observations and recognise badges from colleagues.
Give a time when you have delivered above expected levels of service
Over my time at Hounslow I have built a good relationship with an elderly customer.
He is quite reserved but told me about how he used to know how to use the Magic money machine but has a bad memory. He does not like asking for help from colleagues and would like to learn it himself. He asked if I had a manual once while I was depositing cash for him. I told him we did not have a manual but whilst I was completing his transaction I decided to write up a short 8 step instruction on how to use the MMM. I handed this to the customer who was over the moon with my service. The customer now comes in with my written instructions and independently uses the machine ! By going the extra mile I managed to create a FAN who continues to make use of our free coin machine
Give a time when you have worked towards stretching goals?
Add
A time when you have exceeded expectations
Around the time when cash accounts changed so that customers could do faster payments on them, a custo
Describe a time when you have inspired colleagues
When I noticed team morale was down on a few occasions at work, I decided to inspire my colleagues to have fun at work and feel like a team again by organising team building exercises. For example I once organised a Murder Mystery game where two teams had to work against the clock to find riddles, collectively solve them and be the first to work out who the ‘murderer’ was. The game created a lot of healthy competition and excitement within the team. I also organise Easter egg hunts which my team ask for every year. The feedback I receive from colleagues is always positive in that they have fun and always look forward to having fun at work. As a result of inspiring colleagues in my own way i see better relationships within the team and a lifted mood before we start work
Give a time you voiced your opinion within a team, what was the outcome?
Cashier off sick
Her champion role neglected: I thought it was wrong that everyone left it as she was in charge of it.
I expressed that if we didn’t support one another we would not succeed as a team. For example not checking cabs would affect audit, customers and more so the cashier who was off sick. I said that I felt everyone should do their bit which would get things done a lot quicker. The outcome was that all the cashiers took turns to check and update the risk tracker and more importantly they realised and understood why I said what I had. The same way we were helping s, the same way they would be supported if it ever came to them being sick
